Senior Contact Advisor
| Dyddiad hysbysebu: | 07 Ionawr 2026 |
|---|---|
| Cyflog: | £29,320 i £31,530 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | 25% shift allowance |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 21 Ionawr 2026 |
| Lleoliad: | Birmingham, West Midlands, B32 1AF |
| Cwmni: | National Highways |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 6998_1767796611 |
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About the job.
We have an exciting new opportunity for 10 Senior Contact Advisors to join the team within the Customer Contact Centre. Within this role, you will be communicating with our customers and stakeholders in a manner which aligns with our customer contact strategy, on behalf of National Highways. The role will be fundamental to the management of contact via multiple channels, including digital and will evolve to become the modernised future customer contact offering, as well as specialising in the handling of High-Level Correspondence.
Our Customer Contact centre operates 24/7, 365 days of the year, so our Advisors work 6 days on, 4 days off. Consisting of 2 earlies (5.30am - 2.45pm), 2 lates (1pm - 10.15pm and 2 nights (8.15pm - 6am)
- Proactively and independently monitor and respond to customer contact, via a variety of digital channels, including social media, on a 24/7 basis.
- Accountable for providing timely, accurate and informative responses, directly to customers, that aim to resolve issues and enhance customer satisfaction, whilst identifying potential risk factors and ensuring National Highways interests and reputation are protected in a public forum.
- Responsible for dynamically assessing how and when to create and disseminate real time information, via social media platforms, to assist our customer's decision making.
- Responsible for the management of the handling of High-Level Correspondence (Chief Executive correspondence, DfT, Members of Parliament enquiries and stage 2 complaint and beyond), in accordance with the policy outlined by the Department for Transport.
- Responsible for trialling new contact offerings for customers, including the facilitation of outbound call contact and exploring new alternative ways of working, providing feedback for the continual enhancement of our services.
About you.
- Proficient in the use of Microsoft Office and other digital software (Dynamics 365, Genesys PureCloud, ControlWorks, Share, SharePoint).
- Experience of working in a customer focused environment delivering services through multiple contact channels.
- A thorough understanding of High-Level Correspondence process and ability to provide guidance and direction to colleagues in the wider business.
- Excellent verbal and written communication skills and strong stakeholder management skills.
About us.
Here at National Highways, we manage and improve England's motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork and ownership.
Operations is at the heart of keeping the strategic road network moving and ensuring our customers get the best possible experience when using our roads.
We address over 39,000 customer enquiries every month, plan and deliver all maintenance activities on the network, drive efficiencies and improvements across our systems and roads, and respond to incidents across 4,500 miles of motorways and major A-roads that we manage. All to make sure National Highways customers have safer, smoother, and more reliable journeys.
External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy.
We are committed to creating a diverse environment and welcome applicants from all backgrounds
Aelod balch o'r cynllun cyflogwyr Hyderus o ran Anabledd